Workforce Manager

3 days ago

Richmond, Virginia, United States Abbott Laboratories Full time
About the Role

Abbott Laboratories is seeking a highly skilled Workforce Manager & Operations Analyst to join our team. As a key member of the Operations team, you will play a critical role in supporting the Five9 Workforce Optimization tool, data analytics, client reporting, operational efficiency projects, and problem resolution.

Key Responsibilities
  • Develop and maintain staffing forecasts to ensure adequate coverage across all channels.
  • Real-time focus on scheduling plans to meet forecasted volumes, while maintaining service level agreements.
  • Analyze data to identify trends, issues, and opportunities for improvement in operations and workforce management.
  • Create and produce daily/weekly/monthly operational reports to track key performance metrics and provide insights to business leaders.
  • Collaborate with all Operations departments to identify and implement process improvements.
  • Interact with internal stakeholders, including call center managers, trainers, and IT.
  • Support key Operations projects to include planning, requirements gathering, management, analysis, training, and execution.
  • Understand and translate business requirements into system requirements incorporating timing, contingencies, and limitations.
  • Exercise sound judgment and critical decision making within approved guidelines on business process and system requirements.
Requirements
  • Bachelor's degree with quantitative focus or work experience equivalent.
  • Proven experience in operations analysis and workforce management.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Excellent communication and collaboration skills.
  • Ability to manage multiple tasks and projects simultaneously.
  • Proficiency in relevant software and tools.
Preferred Qualifications
  • 2+ years of experience in workforce management or operations analysis.
  • Attention to detail, highly accountable, and initiative-taking.
  • Knowledge of call center operations and customer service best practices.
  • Excellent analytical insight, prioritization, and critical thinking skills.
  • Strong oral, written, and people skills.
  • Experience with Five9.
  • Understanding of Workforce Optimization Platforms.
  • Strong problem-solving skills and ability to work both independently and in groups.
  • Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneously.
  • Experience presenting and analyzing large quantities of data with strong spreadsheet and database query experience (e.g., SQL).
  • Advanced experience in Excel.
  • SQL and database management experience.
  • Microsoft Power BI experience.
About Abbott Laboratories

Abbott Laboratories is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

We offer a comprehensive benefits package, including career development opportunities, free medical coverage for employees, an excellent retirement savings plan, tuition reimbursement, and a company recognized as a great place to work in dozens of countries around the world.

Join us at Abbott Laboratories and be part of a team that makes a difference in people's lives.

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